Method, system and program product for distribution of feedback among customers in real-time

ABSTRACT

A method, system and program product for providing distribution of customer feedback pertaining to an aspect of a retail environment. The method includes creating either a text, an audio or visual tag for inputting into a tool, feedback from customers using a plurality of devices, the tag including either a product-related or a location-related tag that can be used to extrapolate on the feedback. The method further includes identifying respective locations of customers, collecting in real-time the feedback inputted by the customers and providing a user, a customer that has provided feedback or not, access to the feedback collected based on either an inquiry submitted to the tool by the user or based on a current location of the user identified by the tool. The method further includes retrieving in real-time a subset of the feedback collected based on either the inquiry submitted or the current location of the user.

CROSS-REFERENCE TO RELATED APPLICATION

The present patent document is a continuation of U.S. patent applicationSer. No. 11/923,302, filed Oct. 24, 2007, entitled “METHOD, SYSTEM ANDPROGRAM PRODUCT FOR DISTRIBUTION OF FEEDBACK AMONG CUSTOMERS INREAL-TIME”, the disclosure of which is incorporated herein by reference.

FIELD OF THE INVENTION

The present invention relates to the field of computer systems andsoftware, and more specifically to a method, system and computer programproduct for enabling distribution or sharing of feedback among customersin a retail environment, in real-time.

BACKGROUND OF THE INVENTION

In today's business environment, businesses rely on customer feedback inorder to improve customer service and to maintain or increase theircustomer base. Typically, if a feedback or comment box exists, acustomer seeking to leave feedback can leave their feedback or commentsin the box. However, access to such feedback is limited and, as such,there is a need for a business and/or organization to provide acost-effective way to access customer feedback in order to providebetter customer service.

SUMMARY OF THE INVENTION

In a first aspect of the invention, there is provided a method forproviding distribution of feedback in a retail environment. The methodincludes receiving, into a tool, feedback inputted by one or morecustomers using a plurality of devices that are configured tocommunicate with the tool, the feedback inputted pertaining to one ormore aspects of a retail environment. In an embodiment, the receivingstep further includes creating a respective first tag for inputting arespective feedback into the tool, the respective first tag beingconfigured to extrapolate on the respective feedback inputted. In anembodiment, the respective first tag includes at least one of an imagetag, an audio tag and a textual tag and the respective first tagincludes at least one of a product-related tag and a location-relatedtag. The method further includes identifying, using the tool, respectivelocations of the one or more customers. In an embodiment, theidentifying step includes tracking, using the tool, a respectivelocation of the user for identifying a respective location of the user.The method further includes collecting, using the tool, the feedbackinputted by the one or more customers pertaining to the one or moreaspects of the retail environment. In an embodiment, the feedbackinputted is collected and recorded in real-time. Further, the collectingstep includes determining whether the feedback inputted pertains toeither a product or a location within the retail environment and adding,by the tool, one or more additional tags to the feedback inputted basedon the determining step in order to facilitate retrieval of the feedbackcollected. The method further includes providing a user access tofeedback collected based on either an inquiry submitted to the tool bythe user or based on a current location of the user identified by thetool. In an embodiment, the user includes at least one of a customerthat has inputted feedback or a customer that has not inputted feedback.In an embodiment, the providing step further includes retrieving inreal-time a subset of the feedback collected based on either the inquirysubmitted to the tool by the user or based on the current location ofthe user identified by the tool. In another embodiment, the providingstep further includes presenting the user with additional informationbesides the feedback collected based on either the inquiry submitted tothe tool by the user or based on the current location of the useridentified by the tool. In an embodiment, the aspect of the retailestablishment of the one or more retail establishments includes at leastone of product, service, store operation, recommendation, review,overall shopping experience and miscellaneous.

In another aspect of the invention, there is provided a system forproviding distribution of real-time customer feedback. The systemincludes a network communications channel, one or more serverscorresponding to one or more retail establishments connected to thenetwork communications channel and to a trans-retail establishmentserver connected to the network communications channel, each of the oneor more servers having deployed thereon a tool for distributing feedbackreceived in real-time from one or more customers of the one or moreretail establishments. The tool includes a location tracking moduleconfigured to detect a location of a customer of the one or morecustomers providing feedback for an aspect of a retail establishment ofthe one or more retail establishments, an item identifier moduleconfigured to identify one or more products in the one or more retailestablishments and a collection module configured to collect inreal-time, utilizing the location tracking module and the itemidentifier module, the feedback received in real-time from the one ormore customers for the aspect of the retail establishment. In anembodiment, the tool is further configured to allow a user (a customerthat has provided feedback or a customer that has not provided feedback)access to the feedback collected. The system further includes one ormore clients connected to the network communications channel, the one ormore clients being configured to allow input of the feedback for theaspect of the retail establishment of the one or more retailestablishments, the one or more clients being configured to sendinquiries from the user with respect to the one or more retailestablishments, the one or more clients being configured to communicateto a server of the one or more servers a respective location of theuser. Furthermore, in an embodiment, the trans-retail establishmentserver has deployed thereon the tool for enabling real-time distributionof the feedback collected to the user of the one or more retailestablishments and to additional users of other retail establishmentsdifferent than the one or more retail establishments. In an embodiment,the additional users include at least one of customers that haveinputted feedback collected and customers that have not inputtedfeedback collected. In an embodiment, each of the one or more serversand the trans-retail establishment server further includes an inputmodule configured to receive input of the feedback into the tool, astorage module configured to store the feedback collected and aretrieval module configured to access and retrieve the feedbackcollected and stored in the storage module. Further, each of the one ormore servers and the trans-retail establishment server further includesan update module configured to update the feedback collected and storedwithin the storage module. In an embodiment, the aspect of the retailestablishment of the one or more retail establishments includes at leastone of product, service, store operation, recommendation, review,overall shopping experience or miscellaneous. In an embodiment, thefeedback is collected using at least one tag, the tag including at leastone of a text tag, an audio tag and a visual tag. Further, in anembodiment, the tag includes at least one of product-related data andlocation-related data.

In yet another aspect of the invention, there is provided a computerprogram product for providing sharing of real-time feedback amongcustomers in a retail environment. The computer program product includesa computer readable medium, first program instructions to collectfeedback pertaining to one or more aspects of a retail environmentinputted by one or more customers using a plurality of devices, thefirst program instructions including instructions to receive a tagcorresponding to the feedback inputted, the tag including at least oneof an image tag, an audio tag and a text tag. In an embodiment, the tagincludes at least one of product-related data or location-related data.Further, the computer program product includes second programinstructions to identify respective locations of the one or morecustomers and to identify one or more products in the retail environmentand third program instructions to search the feedback collected based oneither an inquiry submitted by the user or based on a current locationof the user identified, wherein the user includes at least one of: acustomer of the one or more customers that has inputted the feedback anda customer other than the one or more customers that has not inputtedthe feedback. The computer program product according to claim 15,further includes fourth program instructions to retrieve a subset of thefeedback collected based on either the inquiry submitted by the user orbased on the current location identified. In an embodiment, the firstprogram instructions include instructions to create additional tags forthe feedback inputted in order to facilitate retrieval of the feedbackcollected and to collect the feedback in real-time. In an embodiment,the third program instructions include instructions to search additionalretail information besides the feedback collected and to retrieve asubset of the additional retail information searched based on either theinquiry submitted by the user or based on a current location of the useridentified. In an embodiment, the fourth program instructions includeinstructions to retrieve the feedback in real-time, wherein the one ormore aspects of the retail environment includes at least one of:product, service, store operation, recommendation, review, overallshopping experience and miscellaneous. Preferably, each of the first,second, third and fourth program instructions are recorded on thecomputer recordable medium.

Further, in yet another aspect of the invention, there is provided aprocess for deploying computing infrastructure includes integratingcomputer-readable code into a computing system, wherein the code incombination with the computing system is capable of performing a processof distributing customer feedback in a retail environment. The processincludes creating a tag corresponding to feedback to be inputted into atool, the tag being configured to extrapolate on the feedback. In anembodiment, the tag includes at least one of an image tag, an audio tagor a textual tag and the tag includes at least one of a product-relatedtag or a location-related tag. Further, the process includes collectingby the tool in real-time the feedback inputted by one or more customersusing a plurality of devices that are configured to communicate with thetool, the feedback inputted pertaining to one or more aspects of aretail environment, identifying, using the tool, respective locations ofthe one or more customers and identifying one or more products in theretail environment, storing by the tool the feedback collected from theone or more customers and providing a user access to the feedback storedbased on either an inquiry submitted to the tool by the user or based ona current location of the user identified by the tool. In an embodiment,the user includes at least one of a customer of the one or morecustomers that has inputted feedback or a customer that has not inputtedfeedback. The process further includes retrieving in real-time by thetool a subset of the feedback collected based on either the inquirysubmitted to the tool by the user or based on a current location of theuser identified by the tool. In an embodiment, the collecting stepfurther includes identifying whether the feedback inputted pertains toeither a product or a location within the retail environment and adding,by the tool, one or more additional tags to the feedback collected basedon the determining step in order to facilitate retrieval of the feedbackcollected. In an embodiment, the aspect of the retail establishmentincludes at least one of product, service, store operation,recommendation, review, overall shopping experience or miscellaneous.

In yet another aspect of the invention, there is provided a method ofselling products to customers in a selling environment. The methodincludes providing, on a subscription basis, a tool to be deployed on asystem utilized by a subscribed seller among one or more subscribedsellers in a selling environment, the tool being configured to catalog aplurality of products sold by a respective subscribed seller accordingto a respective location within the respective subscribed seller andinputting feedback using tags created by one or more customers utilizingone or more electronic devices within the respective subscribed seller,wherein the one or more electronic devices communicate the feedbackinputted to the tool deployed on the system utilized by the respectivesubscribed seller. Further, the method includes identifying, using thetags created, respective locations of the one or more customers withinthe respective subscribed seller, allowing a user (either a customerthat has inputted feedback or a customer that has not inputted feedback)access to the feedback collected based on either an inquiry submitted tothe tool by the user or based on a current location of the useridentified by the tool. Furthermore, the method includes recommending tothe user one or more products based on either the inquiry submitted bythe user or based on proximate locations of the one or more products tothe current location of the user identified by the tool, such that theone or more products recommended to the user promote sale of the one ormore products. The method further includes calculating a respectivesubscription fee for the tool provided to the respective subscribedseller among the one or more subscribed sellers based at least in parton usage history of the tool by the respective subscribed seller over aspecified time duration. Alternatively, the method includes calculatingthe subscription fee for the tool provided to the respective subscribedseller among the one or more subscribed sellers based at least in parton sale history of the one or more products recommended by the toolwithin the respective subscribed seller over a specified time duration.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings, which are incorporated in and form a part ofthis specification, illustrate embodiments of the invention and,together with the description, serve to explain the principles of theinvention:

FIG. 1 depicts a flowchart which outlines the steps involved in enablingdistribution of real-time feedback among customers in a retailenvironment, in accordance with an embodiment of the present invention.

FIG. 2 is a schematic block system diagram illustrating an embodiment ofa system for enabling distribution of real-time feedback among customersin a retail environment, in accordance with an embodiment of the presentinvention.

FIG. 3 is a schematic block system diagram illustrating an embodiment ofa retail establishment feedback system for distributing or sharing offeedback received from one or more customers to all customers in aretail environment, in accordance with an embodiment of the invention.

FIG. 4 is a schematic block system diagram illustrating an embodiment ofa computer infrastructure for enabling distribution or sharing of retailinformation, including feedback received from one or more customers, toall customers in a retail environment, in accordance with an embodimentof the invention.

DETAILED DESCRIPTION OF THE INVENTION

Many of the functional units described in this specification have beenlabeled as modules, in order to more particularly emphasize theirimplementation independence. For example, a module may be implemented asa hardware circuit comprising custom VLSI circuits or gate arrays,off-the-shelf semiconductors such as logic chips, transistors, or otherdiscrete components. A module may also be implemented in programmablehardware devices such as field programmable gate arrays, programmablearray logic, programmable logic devices or the like.

Modules may also be implemented in software for execution by varioustypes of processors. An identified module or component of executablecode may, for instance, comprise one or more physical or logical blocksof computer instructions which may, for instance, be organized as anobject, procedure, or function. Nevertheless, the executables of anidentified module need not be physically located together, but maycomprise disparate instructions stored in different locations which,when joined logically together, comprise the module and achieve thestated purpose for the module.

Further, a module of executable code could be a single instruction, ormany instructions, and may even be distributed over several differentcode segments, among different programs, and across several memorydevices. Similarly, operational data may be identified and illustratedherein within modules, and may be embodied in any suitable form andorganized within any suitable type of data structure. The operationaldata may be collected as a single data set, or may be distributed overdifferent locations including over different storage devices, overdisparate memory devices, and may exist, at least partially, merely aselectronic signals on a system or network.

Furthermore, modules may also be implemented as a combination ofsoftware and one or more hardware devices. For instance, a module may beembodied in the combination of a software executable code stored on amemory device. In a further example, a module may be the combination ofa processor that operates on a set of operational data. Still further, amodule may be implemented in the combination of an electronic signalcommunicated via transmission circuitry.

Reference throughout this specification to “one embodiment,” “anembodiment,” or similar language means that a particular feature,structure, or characteristic described in connection with the embodimentis included in at least one embodiment of the present invention. Thus,appearances of the phrases “in one embodiment,” “in an embodiment,” andsimilar language throughout this specification may, but do notnecessarily, all refer to the same embodiment.

Moreover, the described features, structures, or characteristics of theinvention may be combined in any suitable manner in one or moreembodiments. It will be apparent to those skilled in the art thatvarious modifications and variations can be made to the presentinvention without departing from the spirit and scope of the invention.Thus, it is intended that the present invention cover the modificationsand variations of this invention provided they come within the scope ofthe appended claims and their equivalents. Reference will now be made indetail to the preferred embodiments of the invention.

In one embodiment, the invention provides a method for providingdistribution of feedback in a retail environment. The method comprisesreceiving, into a tool, feedback inputted by one or more customers usinga plurality of devices that are configured to communicate with the tool,the feedback inputted pertaining to one or more aspects of a retailenvironment. In an embodiment, the receiving step further comprisescreating a respective first tag for inputting a respective feedback intothe tool, the respective first tag being configured to extrapolate onthe respective feedback inputted. In an embodiment, the respective firsttag comprises at least one of an image tag, an audio tag and a textualtag and the respective first tag comprises at least one of aproduct-related tag and a location-related tag. The method furthercomprises identifying, using the tool, respective locations of the oneor more customers. In an embodiment, the identifying step comprisestracking, using the tool, a respective location of the user foridentifying a respective location of the user. The method furthercomprises collecting, using the tool, the feedback inputted by the oneor more customers pertaining to the one or more aspects of the retailenvironment. In an embodiment, the feedback inputted is collected andrecorded in real-time. Further, the collecting step comprisesdetermining whether the feedback inputted pertains to either a productor a location within the retail environment and adding, by the tool, oneor more additional tags to the feedback inputted based on thedetermining step in order to facilitate retrieval of the feedbackcollected. The method further comprises providing a user access tofeedback collected based on either an inquiry submitted to the tool bythe user or based on a current location of the user identified by thetool. In an embodiment, the user comprises at least one of a customerthat has inputted feedback or a customer that has not inputted feedback.In an embodiment, the providing step further comprises retrieving inreal-time a subset of the feedback collected based on either the inquirysubmitted to the tool by the user or based on the current location ofthe user identified by the tool. In another embodiment, the providingstep further comprises presenting the user with additional informationbesides the feedback collected based on either the inquiry submitted tothe tool by the user or based on the current location of the useridentified by the tool. In an embodiment, the aspect of the retailestablishment of the one or more retail establishments comprises atleast one of product, service, store operation, recommendation, review,overall shopping experience and miscellaneous.

Reference is now made to FIG. 1, which outlines the method stepsinvolved in enabling distribution or sharing of feedback among customersin a retail environment, in accordance with an embodiment of theinvention. Although the invention is often described herein below interms of a retail environment, it is understood that the invention isapplicable to any type of selling environment, such as, a retailenvironment, a wholesale environment or an online retail environment,where goods and/or services are sold or provided by an establishment orstore. Turning to FIG. 1, numeral 100 depicts a flowchart that outlinesthe method steps for enabling or providing distribution or sharing offeedback received from one or more customers to all customers in aretail environment. In an embodiment, a “retail environment” may referto a physical store or a chain of stores or a group of unrelated storesthat provide goods and/or services for sale. Turning to the left side ofFIG. 1, FIG. 1 depicts the input or providing of customer feedback intoa system (represented by reference numeral 110). In particular, ashopper or customer may provide either onsite input or feedback 102while the user is at a store location, for instance, using acommercially available electronic shopping device or system, such as,the Shopping Buddy® computerized in-store shopping system, which in parttracks customer location as it is moved through the store along with theshopper and is capable of communicating to a retail establishmentfeedback tool or code or program (discussed further herein below withrespect to FIGS. 2 and 3) having a back-end database maintained by orfor the retail establishment or store. Alternatively, a user may providewebsite input or feedback 104, for instance, at a location other thanwithin a store, such as, from home using a computer or a cell phone or aPDA (Personal Digital Assistant) via the Internet to access the retailestablishment feedback tool deployed on a server or system employed by astore to provide distribution or sharing of feedback among customers ofthe store. In particular, the retail establishment feedback tool isdeployed on a system employed by a store to allow customer feedback tobe inputted in real-time within a store or to be inputted via a website,so that the feedback is provided or made available to all customersand/or management. In one embodiment, as shown in step 106, the customeror shopper or customer is prompted to enter identification informationin order to reduce incidence of spam. In an embodiment, theidentification information comprises a customer identification number,such as, the number provided on a store card to the customer. It isunderstood by one skilled in the art that other types of information canbe used for identification purposes, such as, an e-mail address orauthentication information, such as username and password. Accordingly,the customer enters or provides the identification information in step106 in order to access the retail establishment feedback tool forinputting the feedback. Further, in step 108, the customer provides orinputs feedback or comments into the feedback tool using tags. Inparticular, the customer creates or selects an “extrapolative tag”, suchas, an image tag (also referred to as a visual tag or a video tag), anaudio tag (also referred to as a voice tag) or a text or textual tag forthe input of the feedback. As used herein the term “extrapolative tag”refers to a tag that enables the system to reach out or to extrapolate,in a progressive or ever-expanding manner, for information relating to aconsumer comment or feedback. For instance, an image tag can providecontent-based feedback and/or location-based feedback, allowing thesystem to extrapolate on the feedback provided. The extrapolation may bedone automatically or on-demand by the tool, as explained herein below.Further, the extrapolative tag provides data or information as towhether the feedback inputted pertains to a product and/or a location.Although, a comment or feedback may contain geographic or location data,if the location is not relevant to the comment or feedback, forinstance, “This camera's great”, then a location tag may not be includedor associated with the comment. Accordingly, as shown in 108 of FIG. 1,a customer may choose to create a text or textual tag (“I purchased thiscamera and got an extra memory card because I love taking pictures”) forproviding or inputting feedback or comments relating to a camerapurchase into the retail establishment feedback tool. The comment orfeedback is automatically added to a comments or feedback database orrepository employed by the tool for storing feedback received from oneor more customers or shoppers. The textual tag provides information, forinstance, that the feedback pertains to a product for facilitatingretrieval of the feedback. Further, a customer or shopper may supply orcreate additional tags, besides the initial tag created. For instance, acustomer may also create in addition to a text tag, an audio tag, byrecording a voice message “I purchased this camera and got an extramemory card because I love taking pictures”. Further, the customer mayalso create a visual tag in addition to the text tag and/or audio tag,such as, an image or picture of the camera and a memory card. Referringto FIG. 1, the same customer may input additional feedback or adifferent customer may input feedback into the tool by using a voicetag. For example, a customer can leave a message informing storepersonnel that a certain shampoo in a certain aisle is out of stock.Similarly, a customer may input feedback using a visual tag (photo orvideo) to alert the store personnel of a spill in a certain aisle of thestore. As such, a customer can provide additional text tags, such as,“for management” tag or “for stocking clerks” tag, etc. in order to helpthe system extrapolate (explained further herein below) to whom messagesshould be routed. In an embodiment, the feedback is updated or addedinto the tool in step 109. In particular, in an embodiment, the toolautomatically creates or assigns additional tags and/or adds data to thefeedback inputted and stored within a retail system in order tofacilitate retrieval of the feedback. For example, additional textualtags or image tags may be added based on contents of the commentinputted to identify a specific store (store number or picture of astore), a particular aisle within the store, product information (forinstance, a specific SKU (Stock Keeping Unit) number for a product orRFID (Radio Frequency Identification) tag identifying a product or abrief description of the item or product, etc. Accordingly, if a retailsystem receives a picture sent by a customer, the customer may not haveto define the tag as a photo tag. Similarly, if a Shopping Buddy®computerized in-store shopping system is used, the device canautomatically fill out an SKU tag when the customer scans the item, thedevice being configured to know what item the customer is standing infront of or what aisle the customer is in and does not need the customerto provide an input of “spill in aisle 5”, but the customer can simplyinput “spilled milk” and the device can tag the comment as appropriate.Further, comments or feedback inputted may have associated with themdata or information based on the customer's categorizations, forinstance, “store operations”, “product comments”, “overall experience”,“recommendations”, “reviews”, etc., such that the tool can automaticallyassign tags to a comment or feedback entered into the system.Furthermore, the text, voice or visual tags representing the feedbackinputted may also be processed with natural language capabilities oralgorithms in order to help filter and categorize the input. Forexample, a comment containing the term “spill” may cause the system toadd a text tag regarding distribution of the comment, such as, a “formanagement” tag, so that another system could search on this tag andnotify store personnel to take action. Additionally, the tool may addmetadata (embedded data) for a customer's comments that are entered intothe tool, where the metadata may include embedded data, such as, a storelocation (city, state, etc.) or GPS (Global Positioning System)coordinates (if a customer is using a GPS-enabled device), so that, forexample, an aisle number at different stores can be differentiated. Assuch, metadata facilitates the narrowing down of a search to aparticular store or area based on a customer's location. Thus, ifanother customer inquires as to the camera having the same SKU, thesystem may first retrieve relevant information that others may havedeposited while in the same aisle or store that the consumer iscurrently in. Further, the system may then retrieve relevant informationfrom other stores in the same chain of stores and/or, additionally,retrieve information from other unrelated stores. Moreover, the systemmay also go beyond stores and retrieve information from otherinformation resources, such as, the Web (e.g., the Google website, whichincludes access to books, newsgroups, news, and a variety of otherinformation sources). As such, the “radius” of an extrapolation or theextent to which the system searches for relevant information may becontrolled in various manners. For example, the consumer may specify theradius by requesting only information that other consumers have left inthe current store aisle. Alternatively, the radius may be determinedautomatically. For example, a history of a consumer's radii may be usedto determine the most likely preferred radius to use for the currentinvocation. Alternatively, a history of radii used by many differentcustomers seeking information on a particular product (or in aparticular store) may be used to determine the most likely preferredradius to use for the current invocation. Tagged comments may allow acustomer to notify the store staff about a location which needscleaning, a product that is out of stock, other suggestions,recommendations and/or the ability for a customer to freely expresstheir comments or feedback without following any predefined topics. Morespecific tags may also be left for family and friends (or even oneself),for instance, suggestions for gift ideas. Accordingly, customers canmake real-time comments while still at the location where theirobservations are relevant, and where the comments are automaticallyentered into the store's systems and stored into a feedback database,which other consumers, including staff, management, marketers,distributors, etc. can access and review. As such, a consumer can addhis comments in addition to retrieving and viewing other customers'comments that are relevant to the consumer's current shopping content orlocation. The feedback distribution mechanism generates not only alocation-sensitive message board or discussion forum, but promotes asense of community beyond consumer interactions bound by locality. Thus,with extrapolative tags, a customer is able to not only access whatinformation has been provided by other customers about a specificproduct in a particular location, but can explore product-specific tagscreated by customers at other locations as well. In particular, as shownin FIG. 1, the retail establishment feedback tool provides a commentaggregation service, reference numeral 130. In particular, the commentsentered by the customer in step 108 are automatically filtered in step132. In an embodiment, natural language processing may be utilized fortext or audio comments, whereas, recognition technologies may be usedfor image or visual comments. Further, the comments entered are storedin a database in step 134. The comment database may contain suchinformation as customer comment, in the form of text, audio or visualinput, along with any associated product and product locationinformation. As such, comments can be translated from image, speech ortext to an appropriate medium for accessibility beyond one particularmethod. Furthermore, in step 136, based on the tags, filtering rulesand/or policies employed by a system, new comments entered into thesystem may be sent for review, sent to store management, sent tomarketers, demographers, product manufacturers and/or made available toother shoppers at other participating stores. For instance, messagesconcerning “spills” can be directed directly to the cleaning staff,whereas, “out of stock” issues can be directed to the stock clerk.Further, the comments may also be made available to customers orshoppers via public store displays (screen displays) or product set-upslocated in prominent high-traffic locations in a store. Large displaysand product set-ups in prominent locations can increase the rate ofsales when compared to the same items sold from their regular shelflocations in an aisle. Moreover, such information can be made anonymousby collecting aggregate information (such as comments over a period oftime) and displaying this aggregate via public store displays.

In addition to entering feedback, a customer or shopper may alsoretrieve information or feedback stored in the system (represented byreference numeral 120 on the right hand side of FIG. 1). As such, acustomer or shopper may enter in step 112 an inquiry into the systemusing one or more tag(s), that is, text tags, audio tags and/or visualtags. The system records any included tag(s) in step 114 in order tosearch feedback pertaining to the relevant tags. In step 116, the systemsearches the comments or feedback stored in the system database based onrelevance and in step 118, the system retrieves the relevant feedbackcorresponding to the inquiry entered by the customer or shopper. Thesystem alerts the customer of the entries based on relevance in step119. Alternatively, the tool may automatically search comments enteredby other users based on a customer's location within a store, forinstance, the tool may provide all stored comments pertaining toproducts in a particular aisle that a customer is shopping in. As such,a customer or shopper may not only enter feedback or comments using theretail establishment feedback tool, so that the comments or feedback aremade available to all users, but may also retrieve comments or feedbackprovided by other users or shoppers. Accordingly, the method providesthe capture of feedback or comments in geographically-sensitive contextsas well as the display or retrieval of comments ingeographically-sensitive contexts, and not just limiting the feedback orcomments to product commentary, but also allowing store comments,pricing comments, inquiries or questions and other such related andvaluable inputs from customers. Moreover, topic and location tags allowinformation to be filtered contextually, and information can move beyondproduct commentary to provide situational assistance as well. As such,consumers may feel more empowered to make decisions based on peer reviewand feedback. Further, management can gain insight into buying behaviorswhich can reveal valuable information to help, for instance, marketersshape marketing strategies. Additionally, store owners can monitor andrespond to operational concerns much faster, e.g. spills and stockingissues, or any difficulties or frustration with the shopping experienceas expressed by consumers, which can promote enhanced customer serviceand customer loyalty. For example, an extrapolative tag system canidentify that a customer is trying to buy a digital camera and then bydeductive searches find beneficial data, for instance, displaying to thecustomer or user a list of the highest rated digital cameras. Further,the extrapolative tag system can realize from the comments searchedwithin the system that other users or customers suggested buying biggermemory cards or extra batteries and can direct a user to current salesofferings in a store that combine the two or can identify nearby storesor online web sites where the customer can purchase the combination ofitems, if not offered within the store a customer is in. Accordingly, anextrapolative tag environment (both the physical systems as well as theemergent use of such systems) provides the ability to identify relevantinformation even if intrinsic relationships are not mapped by explicitrules.

In an embodiment, the location of a shopper within a store for tagcreation or tag retrieval may be detected by retailers by providing acommercially available electronic shopping device or system, such as,the Shopping Buddy® computerized in-store shopping system (using radiofrequency (RF) technology), which in part tracks customer location as itis moved through the store along with the shopper and is capable ofcommunicating to a feedback tool that include a database maintained byor for the retail establishment or store. The Shopping Buddy®computerized system is commercially available from the Switzerland basedcorporation, Ahold Licensing SA. Alternatively, a customer may use anyInternet-enabled multimedia device or any wireless device or any smartdevice that can aid shoppers with inputting feedback and that cancommunicate wirelessly with a store's system. Further yet, retailers orsellers may utilize optical (e.g., infrared) signals detectable bywireless computerized devices attached to shopping carts or SKU-scanningattachments to wireless computerized devices attached to shopping cartsto ascertain a customer's position in a store. In another embodiment,GPS (Global Positioning System) can be used with customers' mobiledevices, e.g., cell phones, for detecting the location of a customerbased on their mobile device-reported GPS coordinates by triangulatingon the GPS signal coming out of the device. If a GPS signal is notavailable, a store may provide sensors within the store for picking upcell phones. Moreover, kiosks (whose locations are known) can beprovided at predetermined locations for ascertaining a customer'sposition. Further, a customer can create and/or retrieve tags in aretail environment by utilizing the Shopping Buddy® computerized systemprovided by a store or other similar shopping devices using wirelesstechnology to create and/or retrieve a text tag, an audio tag and/or avisual (photo or video) tag. Similarly, customers can use kiosks tocreate and/or retrieve a text, audio or visual tag.

In another embodiment, the invention provides a system for providingdistribution of real-time customer feedback. The system comprises anetwork communications channel, one or more servers corresponding to oneor more retail establishments connected to the network communicationschannel and to a trans-retail establishment server connected to thenetwork communications channel, each of the one or more servers havingdeployed thereon a tool for distributing feedback received in real-timefrom one or more customers of the one or more retail establishments. Thetool comprises a location tracking module configured to detect alocation of a customer of the one or more customers providing feedbackfor an aspect of a retail establishment of the one or more retailestablishments, an item identifier module configured to identify one ormore products in the one or more retail establishments and a collectionmodule configured to collect in real-time, utilizing the locationtracking module and the item identifier module, the feedback received inreal-time from the one or more customers for the aspect of the retailestablishment. In an embodiment, the tool is further configured to allowa user (a customer that has provided feedback or a customer that has notprovided feedback) access to the feedback collected. The system furthercomprises one or more clients connected to the network communicationschannel, the one or more clients being configured to allow input of thefeedback for the aspect of the retail establishment of the one or moreretail establishments, the one or more clients being configured to sendinquiries from the user with respect to the one or more retailestablishments, the one or more clients being configured to communicateto a server of the one or more servers a respective location of theuser. Furthermore, in an embodiment, the trans-retail establishmentserver has deployed thereon the tool for enabling real-time distributionof the feedback collected to the user of the one or more retailestablishments and to additional users of other retail establishmentsdifferent than the one or more retail establishments. In an embodiment,the additional users comprise at least one of customers that haveinputted feedback collected and customers that have not inputtedfeedback collected. In an embodiment, each of the one or more serversand the trans-retail establishment server further comprises an inputmodule configured to receive input of the feedback into the tool, astorage module configured to store the feedback collected and aretrieval module configured to access and retrieve the feedbackcollected and stored in the storage module. Further, each of the one ormore servers and the trans-retail establishment server further comprisesan update module configured to update the feedback collected and storedwithin the storage module. In an embodiment, the aspect of the retailestablishment of the one or more retail establishments comprises atleast one of product, service, store operation, recommendation, review,overall shopping experience or miscellaneous. In an embodiment, thefeedback is collected using at least one tag, the tag comprising atleast one of a text tag, an audio tag and a visual tag. Further, in anembodiment, the tag comprises at least one of product-related data andlocation-related data.

Reference is now made to FIGS. 2 and 3, which illustrate variousembodiments of a retail or shopping feedback system for providingdistribution or sharing of feedback in real-time among customers in aretail environment. Turning to FIG. 2, reference numeral 200 provides aschematic block diagram of an embodiment of a system 200 fordistribution or sharing of feedback among customers in a retailenvironment. The system 200, in an embodiment, is a distributed systemthat comprises of one or more servers and clients that are connected ona network via a network communications channel to a trans-store serviceserver 240, such that, if a customer at store 1 queries the contentstored in server or system 210, then that system 210 could reference thetrans-store service server 240 or the server 210 can query multipledistributed sites, such as, servers 210, 220 and 240. In an embodiment,server 210 (representing store 1), server 220 (representing store 2),server 230 (representing a kiosk) and trans-store service server 240 areeach connected on the network, such that, a customer or shopper at aparticular store, for instance store 1 can utilize the respective server210 for providing feedback that is collected by server 210 and thetrans-store service server 240, so that the feedback is made accessibleto all users of the system 200. As shown in FIG. 2, a customer can notonly access the system 200 while within a store, but can also access thesystem 200, using a server on the network, but at a separate location,such as server 230, for instance, a kiosk set up at a separate locationfor a retail establishment. Furthermore, a customer or user can accessthe system 200 via the Internet 270 using a client 280, such as, awireless Internet-enabled device, such as, a computer workstation athome or a mobile device, such as a laptop, a cell phone, a PDA, etc. Asshown in FIG. 2, each of the servers 210, 220, 230 and 240 as well asclient 280 has deployed thereon a retail establishment feedback tool(reference numerals 212, 222, 232, 242 and 282, respectively) that isconfigured to enable distribution or sharing of the feedback collectedamong customers in a retail environment. Alternatively, instead of theclient 280 having the retail establishment feedback tool 282 deployedthereon, a customer at the client may access an appropriate website fora retail establishment using the Internet 270, which may, in anembodiment, prompt the customer for identification information beforebeing able to enter comments that are stored in the trans-store commentdatabase 248. In particular, a shopper or customer can provide feedbackat a particular store or from a kiosk, which is collected and storedlocally in a database and is further sent to the database 248 located onthe trans-store service server 240 that has deployed thereon the retailestablishment feedback tool 242 configured to provide a service ofdistributing or sharing the feedback collected to other users (referencenumeral 250), for instance, a different store chain from the store chainusing the retail feedback system, and to other clients, such as, client280, so that the feedback can be distributed to or accessed byadditional users located external to the store. Accordingly, other usersor customers at other stores as well as marketers, manufacturers and/ordistributors can all access the feedback stored within the trans-storeservice server 240. Moreover, the feedback collected by the trans-storeservice server 240 can be published over the Internet (Web), referencenumeral 270, so that the feedback can be made available to yet anothergroup of users or customers using wireless Internet-enabled mobiledevices, such as cell phones, PDAs, laptops, etc. Further yet, in anembodiment, in response to an inquiry received from a customer, thetrans-store service server can access the Internet (Web) to obtainadditional relevant information to provide to a customer inputting aquery into the feedback system. In an embodiment, the retailestablishment feedback tool deployed on each of the servers 210, 220,230, 240 and client 280 each comprises (among other components,described herein below with respect to FIG. 3) a location trackingelement (reference numerals 214, 224, 234, 244 and 284, respectively),an item identifier element (reference numerals 216, 226, 236, 246, and286, respectively). The location tracking element is configured to trackthe location of a customer, so that any feedback gathered can beorganized or categorized based on location. In an embodiment, thelocation can be location of a particular store among several stores in astore chain or can be location of an aisle in a particular store, etc.Further, in an embodiment, the item identifier element is configured toidentify any items or products (using the SKU number) contained in afeedback entered by a shopper, such as, an image tag. Furthermore, in anembodiment, the servers 210, 220, 230 each comprises a storage ordatabase (reference numerals 218, 228 and 238, respectively) for storingthe feedback collected from one or more customers at one or more stores.Additionally, comments may be stored in a distributed system, such as,server 240, such that, a customer at store 1 can not only query store 1and store 2, but can also query the trans-store server 240, whichcomprises a storage or database (reference numeral 248) for storing thefeedback or comments collected not only from server 210 and server 220,but also from the kiosk server 230 and other clients, such as, client280. Accordingly, feedback provided by shoppers or customers can bestored both locally within a store's server that can be accessed byother users in the same store and/or centrally within the trans-storeservice server 240 that can be accessed by other users in other stores,as described herein above with respect to FIG. 1.

For example, a customer who wants to enter a general comment about aspill in one of the aisles in the store can go to a nearby kiosk andenter a comment “spill on aisle 5” and tag it “for_management” or“cleanliness”, and the store management team would have a system tosearch on these (and other likely tags). Alternatively, a customer mayuse the Shopping Buddy® computerized in-store shopping system and typein the phrase “spill” as feedback, and the wireless device deduces thatthat customer is in aisle 5. Similarly, a customer may take a picture ofa spill with a cell phone camera, which could add in locationinformation to the picture's metadata and e-mail the picture to ane-mail address. The receiving feedback system saves the attachment andparses out the GPS coordinates from the picture image and adds this asan informational tag (so customers or users can search all comments byphysical location). Further, some other computer vision algorithms maydeduce that the customer is in aisle 5 (for example, it sees all thebottles of soda) and figures out that the comment concerns a cleanupissue since the picture is of the floor with a mess on it. As such, thesystem may add additional tags that it deems appropriate. Similarly, ifa store provides a wireless shopping device with a scanner, the customeruses the wireless shopping device to enter comments on a product. Thecustomer scans the product using the scanner provided by the wirelessshopping device and a screen pops up displaying the bar code, productdescription, price, aisle information, store identifier, etc. In anembodiment, the screen may also present the customer with an option ofproviding/adding a comment so that the customer can click on thatparticular option to provide a comment. Or the customer can take apicture of the barcode with a cell phone and e-mail the picture to anaddress with some text in the body saying “this is really cheap!!!”.

Additionally, if a store provides a wireless shopping device with alocation detection capability, such as, the Shopping Buddy® computerizedin-store shopping system, the customer can type in a text tag “shampoo”and then a screen with options may pop-up that provides the customerwith an option of reviewing all comments linked to that tag in thatstore and perhaps even offer options to display comments pertaining tothat tag beyond that store. Alternatively, a user or customer can accessa web page for the retail store and can query the tags, for instance,search on “digital camera” or by an SKU number or a customer can searchby all sales in a particular store, for instance, the customer inputs“sales” and “Store X” in the search box, or enters appropriate GPScoordinates. At a store itself, a customer can use a location trackingdevice, such as the Shopping Buddy® computerized in-store shoppingsystem, which knows what aisle a customer is in and could be configuredto show the customer relevant product information as the customer walksthrough the store, such as, “check out the special on potatoes”.Further, a customer may also use a cell phone and enter tags to searchon either to get a response to a particular query or to get textmessages when new comments show up. For instance, you could use theGoogle® search engine (owned by Google Inc.) via SMS (Short MessageService) to query prices on items and to get feedback provided by othercustomers.

For example, a customer can enter or retrieve comments from a cellphone. There may be an e-mail address or SMS number (or both) anddepending on a cell phone's capabilities (if capable of browsing the webdirectly), a customer can send a query, such as,. “search digital_camerasale reviews”. Alternatively, to submit a comment, a customer would takea picture of the barcode and send it as picture mail along with a textcomment “bought this yesterday and it sucks”. For instance, cell phoneswith Instant Messaging capabilities would allow communications, such as,browsing the web directly, picture mail capabilities, instant messagingcapabilities, etc. Or the store could simply have a sign with “call thisnumber to participate in our commenting system” and it could be done viavoice recognition (or even a real live person on the other end). SomePDA's have e-mail capability, so the process would work similar to acell phone. Or if the PDA did not have full wireless capabilities, thenit would queue the comment and mail it when the user syncs the PDAdevice. Alternatively, a user could make real time queries while onlineand the user could synchronize the results (or synchronize a smallsubset of the database which is query-able while offline). A user couldbuild a commenting system where a user uses Google® Maps online mapservice and location finder (provided by Google Inc.) to search andidentify the store and then enters additional comments. Furthermore, auser can take a picture of the store itself and comment on the store ingeneral and either manually tag it with “Store X” or rely on a computeralgorithm to identify the logo. If it's a restaurant, a user can take apicture of the sign (video tag) and input “great food” (text tag) andthen submit that comment to the store's system. Additionally, in anembodiment, via some additional automated tagging, that review commentcan be entered into other web sites, for instance, web sites thatprovide ratings for restaurants.

Reference is now made to FIG. 3, which illustrates an embodiment of asystem for enabling distribution of real-time feedback received fromcustomers to all customers in a retail environment, such as, a retailenvironment. Turning to FIG. 3, FIG. 3 is a schematic block systemdiagram illustrating one embodiment of a system or server 300, such as,a server employed in a retail environment that has deployed thereon aretail establishment feedback tool or program or component 320 (alsoreferred to herein as shopping feedback tool or feedback tool or simplyas “tool”), the shopping feedback program or component or tool 320 beingconfigured to enable distribution or sharing of real-time feedbackreceived from a customer to all customers in a retail environment, inaccordance with an embodiment of the invention. Preferably, the system300 is a server, for instance, a server employed in a retail environmentthat includes a central processing unit (CPU) 304, a local storagedevice 302, a user interface 306, a network interface 308, and a memory310. The CPU 304 is configured generally to execute operations withinthe system/server 300. The user interface 306, in one embodiment, isconfigured to allow a user, such as, a customer, to interact with thesystem 300, including allowing input of feedback and or questions and/orcomments from a user and communicating output data, such as, replies tothe questions and/or inquiries received from the user. The networkinterface 308 is configured, in one embodiment, to facilitate networkcommunications of the system 300 over a communications channel of anetwork (as shown in FIG. 2). In an embodiment, the feedback 312collected and/or comments received from users is stored in storagesystem 302. Alternatively, the feedback 312 may be stored in memory 310or in a separate storage.

In one embodiment, as shown in FIG. 3, the feedback program or retailestablishment feedback tool 320 which runs on the retail server orsystem 300 comprises a logic unit that contains a plurality of modulesconfigured to functionally execute the necessary steps of enablingsharing or distribution of feedback collected from one or more users toall users. In particular, the shopping feedback tool 320 includes aninput module 322, a user identification module 324, a location trackingmodule 326, an item identifier module 328, an update module 330, astorage module 332, a retrieval module 334 and a communications module336. The input module 322 is configured to receive input from one ormore users, such as, customers. In an embodiment, the useridentification module 324 is configured to identify and/or authenticatea user seeking access to the retail server for providing feedback and/orseeking feedback from other users. In an embodiment, the useridentification module 324 identifies a user by requesting an accountnumber printed on a store card provided to a user by a store. Similarly,a user may be identified by their e-mail address inputted into the toolor a user may be prompted to enter a username and password. Further,such information may be used to create profiles for customers, forinstance, a geographic location where a shopper or customer shops,customer demographics, how often a customer purchases a certain product,etc. The location tracking module 326 is configured to identify locationof a user inputting feedback into the feedback tool 320 and/orrequesting feedback from the feedback tool 320. By identifying alocation of the user, the feedback tool 320 can provide feedback that isrelevant or pertinent to that specific location or feedback pertinent toretail stores within a certain radius of the user's location. Further,the item identifier module 328 is configured to identify any productsassociated with a feedback inputted or provided by a user. Further, inan embodiment, the item identifier module 328 is configured to identifythe type of information or contents of the inputted feedback pertainingto a product that is provided by a user. The update module 330 isconfigured to record and/or update information inputted by a user intothe retail establishment feedback tool 320. In an embodiment, the updatemodule 330 utilizes data or information gathered by the locationtracking module 326 and the item identifier module 328 for addingadditional tags or data or metadata to the feedback collected into theretail establishment feedback tool 320. Furthermore, the storage module332 is configured to store the feedback 312 collected in a storage, suchas, in storage or database 302. Alternatively, the feedback 312 may bestored in a storage or database system external to the server 300. In anembodiment, the storage module 332 stores the feedback 312 collectedbased on tags supplied by a user, which facilitates grouping of thefeedback or information provided by a user, for instance, usinglocation-content or product-content provided in the tags. Additionally,the retrieval module 334 is configured to search the storage 302 forfeedback stored or recorded within the server 300 and/or external to theserver 300 based on an inquiry or question received from a user. In anembodiment, the tool 320 utilizes the content and/or location suppliedin the tags by a user to retrieve relevant information. Further, thecommunications module 336 is configured to permit communication betweenthe various modules of the retail establishment feedback tool 320 andother components, such as, the storage 302, which contains the feedback312 that is recorded and/or the other modules within the retailestablishment feedback tool 320.

For example, if a store provides detachable wireless devices with a barcode or a RFID scanner and a display attached to a wireless shoppingcart or device, such as, a Shopping Buddy® computerized in-storeshopping system, then the tagging capability can be added to theexisting wireless devices, for instance, either by adding a commentoption in the touch screen display of the device or by attaching amicrophone to the device to enable the customer to record feedback orcomment. In an embodiment, only users who can provide identification(such as, store cards) may use the system in order to reduce spam and toencourage customer loyalty. As such, stores may correlate comments orfeedback with particular customers or with customer demographics.Further, such wireless shopping devices with a bar code scanner or aRFID scanner can allow a customer to scan an item's bar code or RFIDcode and then enter or record any comments on a keyboard (or audioinput/output device) on the wireless shopping device. Furthermore,comments may also include typed questions, such as: “Does anyone know ifMSG (monosodium glutamate) in this soup causes headaches?” or verbalcomments, such as, “The oranges are more expensive here. At A&B theoranges are only $1.99 per pound.” The customer would ‘hit’ end on thetouch screen display to complete the recording. Voice messages recordedcan be translated into text messages and associated with the customer'scurrent food section into the system. Further, keypads may bedistributed throughout the store along aisles so that users may entergeneral information unrelated to a particular product, for example,“Aisle 7 is a mess.” Information may be projected on large displays sothat other users and store employees may see a selection ofcommentaries. If desired, smart filters may be applied so that only somemessages are projected. These wireless shopping devices may have text,voice and/or video input capabilities, and can be enhanced to providecommenting capabilities. Further, the wireless device can be enhancedwith audio replay features. For instance, the consumer can scan aproduct either with a RFID code or a bar code and/or can select a“review comments” feature on the display. Accordingly, all the commentsor feedback related to the selected product, location, or specific tags,would be displayed for the consumer. If the wireless shopping device isequipped with location tracking device and a consumer wants to reviewany geographically-specific (geo-specific) or geographically-sensitive(geo-sensitive) comments, the consumer may just hit the “reviewgeo-specific tags” feature in order to display any comments that arerelevant to the consumer's current location. Furthermore, variousapproaches can be taken to implement a tagging system in traditionalstores that do not have any location sensing system. These stores canestablish dedicated comment and review kiosks, which consumers can useto record their messages for a particular product, make remarks oncertain aspects of the store, and/or any comments that the consumerwould like to provide. These kiosks can be located at any convenientlocation for consumers, or the store can set multiple kiosks nearparticular items. In an embodiment, each comment is stored with asubject or brief description to facilitate indexing and searching of themessage by others. The recording of voice messages can be furthertranscribed to written form for people to read at kiosks. In oneembodiment, the comments are left for store management only. In anotherembodiment, consumers can read each others comments.

In yet another embodiment, the invention provides a computer programproduct for providing sharing of real-time feedback among customers in aretail environment. The computer program product comprises a computerreadable or computer-usable medium, which provides program code for useby or in connection with a computer or any instruction execution system.For the purposes of this description, a computer-usable or computerreadable medium can be any apparatus that can contain, store,communicate, propagate, or transport the program for use by or inconnection with the instruction execution system, apparatus, or device.Preferably, the computer storage medium can be an electronic, magnetic,optical, electromagnetic, infrared, or semiconductor system (orapparatus or device) or a propagation medium. Examples of acomputer-readable medium include a semiconductor or solid state memory,magnetic tape, a removable computer diskette, a random access memory(RAM), a read-only memory (ROM), a rigid magnetic disk and an opticaldisk. Current examples of optical disks include compact disk—read onlymemory (CD-ROM), compact disk—read/write (CD-R/W) and DVD. Further,preferably, network medium can comprise of transmission devices on anetwork, such as, cables, routers, switches and/or network adaptercards.

The computer program product further comprises first programinstructions to collect feedback pertaining to one or more aspects of aretail environment inputted by one or more customers using a pluralityof devices, the first program instructions including instructions toreceive a tag corresponding to the feedback inputted, the tag comprisingat least one of an image tag, an audio tag and a text tag. In anembodiment, the tag comprises at least one of product-related data orlocation-related data. Further, the computer program product comprisessecond program instructions to identify respective locations of the oneor more customers and to identify one or more products in the retailenvironment and third program instructions to search the feedbackcollected based on either an inquiry submitted by the user or based on acurrent location of the user identified, wherein the user comprises atleast one of: a customer of the one or more customers that has inputtedthe feedback and a customer other than the one or more customers thathas not inputted the feedback. The computer program product furthercomprises fourth program instructions to retrieve a subset of thefeedback collected based on either the inquiry submitted by the user orbased on the current location identified. In an embodiment, the firstprogram instructions include instructions to create additional tags forthe feedback inputted in order to facilitate retrieval of the feedbackcollected and to collect the feedback in real-time. In an embodiment,the third program instructions include instructions to search additionalretail information besides the feedback collected and to retrieve asubset of the additional retail information searched based on either theinquiry submitted by the user or based on a current location of the useridentified. In an embodiment, the fourth program instructions includeinstructions to retrieve the feedback in real-time, wherein the one ormore aspects of the retail environment comprises at least one ofproduct, service, store operation, recommendation, review, overallshopping experience and miscellaneous. Preferably, each of the first,second, third and fourth program instructions are recorded on thecomputer recordable medium.

Referring now to FIG. 4, there is illustrated a system 400 that providesa computer program product for distributing retail information,including feedback received from one or more customers, to all customersin a retail environment, in accordance with an embodiment of the presentinvention. The computer program product comprises a computer readable orcomputer-usable medium, which provides program code namely, the retailestablishment feedback code or tool 414 (referred to herein below as“feedback tool”), for use by or in connection with a retailestablishment computer or system or any instruction execution system.The feedback tool or program 414 can be loaded into the server or system404 from a computer readable media 436, such as, a magnetic tape ordisk, optical media, DVD, memory stick, semiconductor memory, etc. ordownloaded from the Internet via a TCP/IP adapter card 438. As depicted,system 400 includes a computer infrastructure 402, which is intended torepresent any type of computer architecture that is maintained in asecure environment (i.e., for which access control is enforced). Asshown, infrastructure 402 includes a computer system 404 that typicallyrepresents a server 404, for instance, a retail server or a shoppingserver or the like configured to enable distribution or sharing ofreal-time feedback received from customers to all customers in a retailenvironment, the server 404 being accessed by a client (e.g., a personalcomputer, a laptop, a handheld device, etc), for instance, a user at aclient 430. It should be understood, however, that although not shown,other hardware and software components (e.g., additional computersystems, routers, firewalls, etc.) could be included in infrastructure402.

In general, one or more devices, for instance, one or more serversutilized by individual shopping stores, for instance, retail stores (forinstance, store 1, reference numeral 440, through store N, referencenumeral 442) and one or more clients (for instance, client 1, referencenumeral 430, through client N, reference numeral 432) are connected viaa network to shopping infrastructure 402, which includes a retailestablishment feedback tool 414 configured to enable distribution orsharing of real-time feedback received from one or more customers to allcustomers in the shopping infrastructure 402. As shown in FIG. 4, eachof the retail servers employed by stores 1 through N as well as one ormore of the clients 1 through N (reference numerals 430 through 432) hasdeployed thereon a retail establishment feedback tool (respectivereference numerals 441 through 443 and reference numerals 431 through433) configured to enable distribution or sharing of real-time feedbackreceived from one or more customers to all customers in the retailinfrastructure 402. Further, as shown in FIG. 4, one or more users mayinterface with the retail establishment system 404 in order to providefeedback and/or request feedback. In an embodiment, the one or moreusers access the retail establishment system 404 via servers 440 through442 located within the respective retail stores 1 through N. In analternative embodiment, the users may access the retail establishmentsystem 404 via individual clients 430 through 432 from externallocations besides a retail store, such as, a kiosk, home or work, etc.To this extent, infrastructure 402 provides a secure environment. Inparticular, a user at a client 430 accesses the retail establishmentfeedback system 404 over a network via interfaces (e.g., Web browsers)loaded on the client, for example, a personal computer, a laptop, ahandheld device, etc. In the case of the latter, the network can be anytype of network such as the Internet, a local area network (LAN), a widearea network (WAN), a virtual private network (VPN), etc. In any event,communication with infrastructure 402 could occur via a direct hardwiredconnection (e.g., serial port), or via an addressable connection thatmay utilize any combination of wireline and/or wireless transmissionmethods. Moreover, conventional network connectivity, such as TokenRing, Ethernet, WiFi or other conventional communications standardscould be used. Still yet, connectivity could be provided by conventionalTCP/IP sockets-based protocol. In this instance, the parties couldutilize an Internet service provider to establish connectivity toinfrastructure 402. It should be understood that under the presentinvention, infrastructure 402 could be owned and/or operated by a partysuch as provider 446, or by an independent entity. Regardless, use ofinfrastructure 402 and the teachings described herein could be offeredto the parties on a subscription or fee-basis. In either scenario, anadministrator (reference numeral 434) could support and configure retailinfrastructure 402.

The retail system 404 is shown to include a CPU (hereinafter “processingunit 406”), a memory 412, a bus 410, and input/output (I/O) interfaces408. Further, the server 404 is shown in communication with external I/Odevices/resources 424 and storage system 422. In general, processingunit 406 executes computer program code stored in memory 412, such asthe retail establishment feedback tool 414. While executing the retailestablishment feedback tool 414, the processing unit 406 can read and/orwrite data, to/from memory 412, storage system 422, and/or I/Ointerfaces 408 and can record or store feedback 426 collected in storagesystem 422 and can retrieve feedback 426 stored in storage system 422.Alternatively, the feedback 426 can be stored in a separate storageexternal to infrastructure 402. Further, although not shown, thefeedback collected by a given store may be stored locally within astorage system in addition to being stored centrally within storagesystem 422. Further yet, the feedback provided by shoppers or customerscan be stored in a distributed system, such that, if a customer at onestore queries the contents stored in that store's system, that store'ssystem could query multiple distributed sites for relevant feedback. Bus410 provides a communication link between each of the components incomputer system 400, such that information can be communicated withinthe infrastructure 402. External devices 424 can comprise any devices(e.g., keyboard, pointing device, display, etc.) that enable a user tointeract with computer system 400 and/or any devices (e.g., networkcard, modem, etc.) that enable server 404 to communicate with one ormore other computing devices.

Computer infrastructure 402 is only illustrative of various types ofcomputer infrastructures for implementing the invention. For example, inone embodiment, computer infrastructure 402 may comprise two or moreserver groups or clusters that communicate over a network to perform thevarious process steps of the invention. Moreover, computer system 400 isonly representative of various possible computer systems that caninclude numerous combinations of hardware. To this extent, in otherembodiments, computer system 400 can comprise any specific purposecomputing article of manufacture comprising hardware and/or computerprogram code for performing specific functions, any computing article ofmanufacture that comprises a combination of specific purpose and generalpurpose hardware/software, or the like. In each case, the program codeand hardware can be created using standard programming and engineeringtechniques, respectively. Moreover, processing unit 406 may comprise asingle processing unit, or be distributed across one or more processingunits in one or more locations, e.g., on a client and server. Similarly,memory 412 and/or storage system 422 can comprise any combination ofvarious types of data storage and/or transmission media that reside atone or more physical locations. Further, I/O interfaces 408 can compriseany system for exchanging information with one or more external devices424. Still further, it is understood that one or more additionalcomponents (e.g., system software, math co-processing unit, etc.) notshown in FIG. 4 can be included in computer system 400. However, ifcomputer system 400 comprises a handheld device or the like, it isunderstood that one or more external devices 424 (e.g., a display)and/or storage system(s) 422 could be contained within computer system400, not externally as shown.

Storage system 422 can be any type of system (e.g., a database) capableof providing storage for information under the present invention. Tothis extent, storage system 422 could include one or more storagedevices, such as a magnetic disk drive or an optical disk drive. Inanother embodiment, storage system 422 includes data distributed across,for example, a local area network (LAN), wide area network (WAN) or astorage area network (SAN) (not shown). Although not shown, additionalcomponents, such as cache memory, communication systems, systemsoftware, etc., may be incorporated into computer system 400.

Further, in yet another embodiment, the invention provides a process fordeploying computing infrastructure comprises integratingcomputer-readable code into a computing system, wherein the code incombination with the computing system is capable of performing a processof distributing customer feedback in a retail environment. The processcomprises creating a tag corresponding to feedback to be inputted into atool, the tag being configured to extrapolate on the feedback. In anembodiment, the tag comprises at least one of an image tag, an audio tagor a textual tag and the tag comprises at least one of a product-relatedtag or a location-related tag. Further, the process comprises collectingby the tool in real-time the feedback inputted by one or more customersusing a plurality of devices that are configured to communicate with thetool, the feedback inputted pertaining to one or more aspects of aretail environment, identifying, using the tool, respective locations ofthe one or more customers and identifying one or more products in theretail environment, storing by the tool the feedback collected from theone or more customers and providing a user access to the feedback storedbased on either an inquiry submitted to the tool by the user or based ona current location of the user identified by the tool. In an embodiment,the user comprises at least one of a customer of the one or morecustomers that has inputted feedback or a customer that has not inputtedfeedback. The process further comprises retrieving in real-time by thetool a subset of the feedback collected based on either the inquirysubmitted to the tool by the user or based on a current location of theuser identified by the tool. In an embodiment, the collecting stepfurther comprises identifying whether the feedback inputted pertains toeither a product or a location within the retail environment and adding,by the tool, one or more additional tags to the feedback collected basedon the determining step in order to facilitate retrieval of the feedbackcollected. In an embodiment, the aspect of the retail establishmentcomprises at least one of product, service, store operation,recommendation, review, overall shopping experience or miscellaneous.

Accordingly, any of the components of the present invention as shown inFIG. 4 can be deployed, managed, serviced by a service provider 446 whooffers to provide distribution or sharing of real-time feedback receivedfrom customers to all customers in a retail environment. Preferably, theinvention provides a business method that performs the process steps ofthe invention on a subscription, advertising and/or fee basis. Inparticular, a service provider, such as a solution integrator couldoffer to enable distribution or sharing of real-time feedback receivedfrom customers of one store to customers of a related chain of stores orto other customers in an unrelated chain of stores in a retailenvironment. In this case, the service provider can, for instance,create, maintain, and support a computer infrastructure that performsthe process steps of the invention for one or more stores or sellers. Inreturn, the service provider can receive payment from the one or morestores/sellers under a subscription and/or fee agreement and/or theservice provider can receive payment from the sale or advertising ofcontent to one or more third parties.

Furthermore, in yet another embodiment, the invention provides a methodof selling products to customers in a selling environment, such as, aretail environment or a wholesale environment. The method comprisesproviding, on a subscription basis, a tool to be deployed on a systemutilized by a subscribed seller among one or more subscribed sellers ina selling environment, the tool being configured to catalog a pluralityof products sold by a respective subscribed seller according to arespective location within the respective subscribed seller andinputting feedback using tags created by one or more customers utilizingone or more electronic devices within the respective subscribed seller,wherein the one or more electronic devices communicate the feedbackinputted to the tool deployed on the system utilized by the respectivesubscribed seller. Further, the method comprises identifying, using thetags created, respective locations of the one or more customers withinthe respective subscribed seller and allowing a user (either a customerthat has inputted feedback or a customer that has not inputted feedback)access to the feedback collected based on either an inquiry submitted tothe tool by the user or based on a current location of the useridentified by the tool. Furthermore, the method comprises recommendingto the user one or more products based on either the inquiry submittedby the user or based on proximate locations of the one or more productsto the current location of the user identified by the tool, such thatthe one or more products recommended to the user promote sale of the oneor more products. The method further comprises calculating a respectivesubscription fee for the tool provided to the respective subscribedseller among the one or more subscribed sellers based at least in parton usage history of the tool by the respective subscribed seller over aspecified time duration. Alternatively, the method comprises calculatingthe subscription fee for the tool provided to the respective subscribedseller among the one or more subscribed sellers based at least in parton sale history of the one or more products recommended by the toolwithin the respective subscribed seller over a specified time duration.

The foregoing descriptions of specific embodiments of the presentinvention have been presented for the purpose of illustration anddescription. They are not intended to be exhaustive or to limit theinvention to the precise forms disclosed, and obviously manymodifications and variations are possible in light of the aboveteaching. The embodiments were chosen and described in order to bestexplain the principles of the invention and its practical application,to thereby enable others skilled in the art to best utilize theinvention and various embodiments with various modifications as aresuited to the particular use contemplated. It is intended that the scopeof the invention be defined by the claims appended hereto and theirequivalents.

What is claimed is:
 1. A method for providing distribution of customerfeedback in a retail environment, said method comprising the steps of:creating a tag corresponding to feedback to be inputted into a tool;receiving, into the tool, the feedback inputted by one or more customersusing a plurality of devices that are configured to communicate withsaid tool, said feedback inputted pertaining to one or more aspects of aretail environment; determining whether said feedback inputted pertainsto either a product or a location within said retail environment;extrapolating, by said tool, based on said determining, one or moreadditional tags to said feedback inputted by said one or more customerspertaining to said one or more aspects of said retail environment;adding, by said tool, the one or more additional tags to said feedback;providing a user access to said feedback collected, including said oneor more additional tags extrapolated from said respective first tagbased on either an inquiry submitted to said tool by said user or basedon a current location of said user identified by said tool, wherein saiduser comprises at least one of: a customer of said one or more customersthat has inputted said feedback and a customer, other than said one ormore customers, that has not inputted said feedback; identifying, basedon at least one of the tag and the one or more additional tags, at leastone of personnel, department, demographers, and product manufacturers toreview the feedback; and sending the feedback to the identified at leastone of personnel, department, demographers, and product manufacturers.2. The method of claim 1, further comprising: presenting said user withadditional information besides said feedback collected based on eithersaid inquiry submitted to said tool by said user or based on saidcurrent location of said user identified by said tool.
 3. The method ofclaim 1, wherein said respective first tag comprises at least one of: animage tag, an audio tag and a textual tag, and wherein said respectivefirst tag comprises at least one of: a product-related tag and alocation-related tag.
 4. The method of claim 1, wherein the access bythe user to said one or more additional tags extrapolated from saidrespective first tag is determined based on a preference of the user tospecify an amount and degree to which the one or more additionalextrapolated tags are retrieved and provided to the user.
 5. The methodof claim 1, further comprising: tracking, using said tool, a respectivelocation of said user for identifying a respective location of saiduser.
 6. The method of claim 1, further comprising recording thefeedback in real-time.
 7. The method according to claim 1, wherein saidaspect of said retail establishment of said one or more retailestablishments comprises at least one of: product, service, storeoperation, recommendation, review, overall shopping experience andmiscellaneous.
 8. The method of claim 1, wherein a service solutionprovider provides a computer infrastructure that performs the method forone or more consumers.
 9. A system for providing distribution ofcustomer feedback in real-time, comprising: a network communicationschannel; one or more servers connected to said network communicationschannel and to a trans-retail establishment server connected to saidnetwork communications channel, each of said one or more serverscorresponding to one or more retail establishments, each of said one ormore servers having deployed thereon a tool for distributing feedbackreceived in real-time from one or more customers of said one or moreretail establishments, said tool comprising: a tag creation module forconfigured to create a tag corresponding to feedback to be inputted intoa tool; a feedback reception module configured to receive, into thetool, the feedback inputted by one or more customers using a pluralityof devices that are configured to communicate with said tool, saidfeedback inputted pertaining to one or more aspects of a retailenvironment; a determination module configured to determine whether saidfeedback inputted pertains to either a product or a location within saidretail environment; an extrapolation module configured to extrapolate,by said tool, based on said determining, one or more additional tags tosaid feedback inputted by said one or more customers pertaining to saidone or more aspects of said retail environment; an tag addition moduleconfigured to add, by said tool, the one or more additional tags to saidfeedback; an access module configured to provide a user access to saidfeedback collected, including said one or more additional tagsextrapolated from said respective first tag based on either an inquirysubmitted to said tool by said user or based on a current location ofsaid user identified by said tool, wherein said user comprises at leastone of: a customer of said one or more customers that has inputted saidfeedback and a customer, other than said one or more customers, that hasnot inputted said feedback; an identification module configured toidentify, based on at least one of the tag and the one or moreadditional tags, at least one of personnel, department, demographers,and product manufacturers to review the feedback; and a disbursementmodule configured to disburse the feedback to the identified at leastone of personnel, department, demographers, and product manufacturers.10. The system of claim 9, further comprising: a presentation moduleconfigured to present said user with additional information besides saidfeedback collected based on either said inquiry submitted to said toolby said user or based on said current location of said user identifiedby said tool.
 11. The system of claim 9, wherein said respective firsttag comprises at least one of: an image tag, an audio tag and a textualtag, and wherein said respective first tag comprises at least one of: aproduct-related tag and a location-related tag.
 12. The system of claim9, wherein the access by the user to said one or more additional tagsextrapolated from said respective first tag is determined based on apreference of the user to specify an amount and degree to which the oneor more additional extrapolated tags are retrieved and provided to theuser.
 13. The system of claim 9, further comprising: a tracking moduleconfigured to track, using said tool, a respective location of said userfor identifying a respective location of said user.
 14. The system ofclaim 9, wherein said aspect of said retail establishment of said one ormore retail establishments comprises at least one of: product, service,store operation, recommendation, review, overall shopping experience andmiscellaneous.
 15. A computer program product for distributing retailinformation in a retail environment, said computer program productcomprising: a computer readable medium; first program instructions tocreate a tag corresponding to feedback to be inputted into a tool;second program instructions to receive, into the tool, the feedbackinputted by one or more customers using a plurality of devices that areconfigured to communicate with said tool, said feedback inputtedpertaining to one or more aspects of a retail environment; third programinstructions configured to determine whether said feedback inputtedpertains to either a product or a location within said retailenvironment; fourth program instructions configured to extrapolate, bysaid tool, based on said determining, one or more additional tags tosaid feedback inputted by said one or more customers pertaining to saidone or more aspects of said retail environment; fifth programinstructions to add, by said tool, the one or more additional tags tosaid feedback; sixth program instructions to provide a user access tosaid feedback collected, including said one or more additional tagsextrapolated from said respective first tag based on either an inquirysubmitted to said tool by said user or based on a current location ofsaid user identified by said tool, wherein said user comprises at leastone of: a customer of said one or more customers that has inputted saidfeedback and a customer, other than said one or more customers, that hasnot inputted said feedback; seventh program instructions to identify,based on at least one of the tag and the one or more additional tags, atleast one of personnel, department, demographers, and productmanufacturers to review the feedback; and eighth program instructions tosend the feedback to the identified at least one of personnel,department, demographers, and product manufacturers.
 16. The computerprogram product of claim 15, further comprising: ninth programinstructions to present said user with additional information besidessaid feedback collected based on either said inquiry submitted to saidtool by said user or based on said current location of said useridentified by said tool.
 17. The computer program product of claim 15,wherein said respective first tag comprises at least one of: an imagetag, an audio tag and a textual tag, and wherein said respective firsttag comprises at least one of: a product-related tag and alocation-related tag.
 18. The computer program product of claim 15,wherein the access by the user to said one or more additional tagsextrapolated from said respective first tag is determined based on apreference of the user to specify an amount and degree to which the oneor more additional extrapolated tags are retrieved and provided to theuser.
 19. The computer program product of claim 15, further comprising:ninth program instructions to track, using said tool, a respectivelocation of said user for identifying a respective location of saiduser.
 20. The computer program product of claim 15, wherein said aspectof said retail establishment of said one or more retail establishmentscomprises at least one of: product, service, store operation,recommendation, review, overall shopping experience and miscellaneous.